Company Overview
Our client is in the healthcare industry, a supplier of hematology instrumentation and is also a market leader in clinical laboratory testing as well.
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Job Description
【Requirement】
*Bachelor Degree in Information Technology (or Diploma in IT with equivalent proven knowledge with work experience)
*Min 2-3 years IT experience in end-user MNC environment
*Technically strong in enterprise IT infrastructure.
*Sound experience in working in a regional IT team in a MNC RHQ shared services environment with remote end-users support.
*Experience in setting up a regional helpdesk outsoucing program will be added advantage.
*Strong knowledge in ITIL V3 processes.
*Good interpersonal communication and coordination skills.
*Able to communicate effectively primarily in fluent English language (a second Asian language can be a bonus)
*Ability to work under pressure and within agreed timelines
*Travelling to APAC region is expected depending on needs and project basis
【Job Description】
◆Manage Regional Helpdesk System and Workflow
*Be the primary person to design, manage, upgrade and support the Regional Helpdesk System deployed in the Asia Pacific region.
*Manage day-to-day helpdesk workflows and configuration.
*Administer helpdesk system account management.
*Provide improvements on helpdesk processes.
*Liaise with software vendor on support on issues relating to the Regional Helpdesk System.
◆Effective Management of Regional Helpdesk Operations
*Manage effective Regional Desktop Helpdesk Outsourcing program.
*Ensure adequate review on the effectiveness and SLA performance of outsource partner. Improve the adoption of regional Desktop Helpdesk Outcourcing program to effectively reduce the dependency on internal IT team members to achieve better productivity use of internal resources.
*Ensure ICT helpdesk tickets are addressed, diagnosed, resolved in a timely manner in accordance to the approved Service Level Agreement (SLA).
*Ensure helpdesk tickets are properly escalated to internal or external ICT expertise if beyond 1st and 2nd level support.
◆Provide Effective Business Operation and Support
*Provide effective ICT support to the Asia Pacific region and achieve system availability targets as per agreed Service Level Agreements (SLAs).
*Manage the region's Desktop Standard Operating System (SOE) environment.
*Provide administration for Operating Systems and Databases of Information Systems.
*Provide administration for Network Infrastructure and Communication systems.
*Manage system security and user provisioning for assigned on-premise and cloud-based system(s).
*Manage effective outsourced services.
*Perform effective day-to-day system backup/recovery with annual recovery exercise compliance.
*Contribute to the company's data protection, disaster recovery and business continuity processes.
*Ensure all assigned ICT infrastructure and systems are fully compliant to all local and international laws, standards and regulations.
*Deliver assigned ICT projects within approved budget, timeline and scope in accordance to the annual action plans and mid-term plans.
*Research, evaluate and recommend technology that improves productivity and operational support to the region.
*Assist the Head of Department (HOD) in enforcing ICT Policies and Standards.
*Provide monthly updates and status reports to the HOD.
*Additional duties, as assigned by the HOD.
◆Effective Management of Singapore RHQ Office ICT Resources
*Manage ICT Procurement of new/replacement hardware, mobile phones, software, peripherals, audio-visual systems and services for Singapore RHQ.
*Maintain up-to-date inventory of hardware and software for Singapore RHQ.
*Ensure proper disposal of all ICT Assets for Singapore RHQ.
*Perform annual forecasting and assist in annual budgeting exercise for IT procurement needs for Singapore RHQ